Job Description

The role of Saver Success Specialist plays an important part in the overall success of our client’s retirement savings plans by being the face and voice of Ubiquity to our savers. The Saver Success Specialist will answer employee questions about their retirement savings account and resolve outstanding issues to provide a world-class client experience for them.

CORE RESPONSIBILITIES

• Serve as a point of contact for savers (individual employee participants who hold a 401k account with Ubiquity) for account, compliance, and technical support at a performance that meets targeted goals and service level metrics
• Conduct inbound and proactive outbound communications with our savers to successfully address their needs in a timely manner
• Communicate with savers via chat software and demonstrate excellent written communication
• Use the CRM tool to research, respond to, and record support requests
• Escalate saver issues when appropriate and in timely manner
• Proactively improve the employee enrollment and ongoing support experience, including managing the process of creating mass servicing tools and collateral, and/or creating those materials directly in collaboration with other departments, e.g. Marketing or Compliance
• Periodically gather information on Savers’ needs (via conversation, email, and/or surveys) and analyze findings to determine how to best address those needs
• Participate in company-wide objectives and meetings
• Actively maintain knowledge of 401(k) and retirement industry rules and regulations to be able to provide accurate guidance to savers

Qualifications

COMPETENCIES

CUSTOMER FOCUS - Keeps internal and external customers in mind at all times and proactively seeks ways to improve service delivery. Emphasizes a team approach to providing great customer service. Solicits customer feedback and ensures their needs have been fully met.

ANALYTICAL - Ability to quickly diagnose problems and solve them with little to no supervision. Excellent math skills.

ORGANIZATION - Capable of managing multiple clients and priorities, and thrive in a deadline-driven environment with frequently changing priorities

COMMUNICATION - Use of appropriate and effective language used for a given situation and actively engages in conversations to understand others’ message. Excellent written and verbal communications, including for the design of mass servicing collateral and tools.

ACCOUNTABILITY - Takes personal responsibility for the quality, accuracy, and timeliness of work, and achieves results with little oversight. Stays focused on work and makes the best use of time and resources. Excellent follow through and communication of updates.

SKILLS + EXPERIENCE

• At least 2-3 years in a customer service and support role
• 1-2 years 401(k) or retirement experience preferred
• 1-2 years working with cloud-based CRM platform preferred

Additional Information

This is a full-time salaried position that is 100% remote. Please follow application instructions carefully and make sure to submit a cover letter along with your resume.

We are focused on building a diverse and inclusive workforce. If you’re excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply.

Ubiquity Retirement + Savings is an equal employment opportunity employer for all applicants and employees. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), gender identity, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition, family care status, veteran status, marital status, domestic partner status, sexual orientation, or any other basis protected by applicable local, state, or federal laws.